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Jira integration resources



Edited Jun 21, 2024


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58 comments

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Tomer Blankitny,

Not at the moment. Jira doesn't provide a feature yet for the integration where you can link Jira issues to Zendesk from the JIRA UI. 

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Sean Bourke

Zendesk Product Manager

Hey Tomer Blankitny,

While there is no native way to link a Jira issue to a Zendesk ticket from Jira, the Jira Integration API provides a pathway to programatically link a Jira issue with a Zendesk ticket. 

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Is there an option to get the linked Jira issue link/key when getting an email notification on a ZD ticket?

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Sean Bourke

Zendesk Product Manager

Hi Tomer Blankitny,

This should be possible, however there are some caveats. Jira integration linked items aren't natively available within trigger placeholders, so you'll need to use the Jira field sync capability to fill custom fields on a Zendesk ticket with associated information (such as the Jira issue key). If you link more than one Jira issue to a ticket, then this will likely only include the first item linked.

Once the Jira field is synced to a custom field within Zendesk, that custom field can then be included within trigger email notifications.

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Hi, is there a way to hide internal notes from the comment type?

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Hi all,

I saw the comments from Luke above where he asks for a possibility to disable the Zendesk integration panel on the right side of an issue. Interestingly we're currently experiencing the opposite, that the panel is NOT visible to certain projects but it was present before (according to my client). The following describes our setup:

  • Data Center as the hosting type
  • using the most recent version of the integration app since at least 180 days
  • connection between both applications is up & running
  • app was disabled and re-enabled as well as uninstalled and re-installed for debugging / trying to solve the issue without any success
  • integration app is restricted up to 6 projects
  • ticket fields selected to display on the right-hand side of all linked JIRA issues
  • no field mapping so far

Now, the situation is a difference between a couple of major customer support projects in Jira. While on one project (project A) the sidebar panel will be displayed - this is not going to happen for the other project (project B). For project B we know for sure it has worked and there are linked tickets in Zendesk. On the other hand, however, for project A the panel is displayed saying "no linked ticket" in a sample ticket within the project in question. Interestingly the Zendesk Support tab (as part of the Activity section) is visible in both projects. Also, both projects should be available in the Zendesk Support app as per project restriction.

Question: is there a specific trick or setting that we may have overlooked or is there an (un)known bug?

 

Many thanks for your support!

Johannes 

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Is it possible to change the label that is added to Jira when linking Zendesk tickets to a Jira project? For us, these labels are jira_escalated. The term "escalated" is a word that has various meanings to different people, and I would like to remove any ambiguity.

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Hiedi Kysther

Zendesk Customer Care

Hi Tim Wooten,

The tag, jira_escalated, is the default tag for the JIRA - Zendesk integration. As of the moment, we cannot add/custom the JIRA tags. 

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Hi,
 
Does the Zendesk ticket need to remain open (less than closed) for the Jira update to function? It seems that once the Zendesk ticket is SOLVED, the link from Jira  back to the ticket is broken."

 

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Noly Maron Unson

Zendesk Customer Care

Hi Manuel,

Once a ticket status is already CLOSED, the ticket will not be editable anymore and this includes changes from any integration. 

Hope this helps.

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We'd love the ability to show Ticket Creation date in the Jira widget but it doesn't seem possible.

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Heather Rommel can you advise on the following?

as seen below there are currently three fields (in RED) that auto update based on the JIRA we link to the ticket. There is a fourth option = "Issue Type" that we would like to also populate in the panel on the left.   Is this configurable and how. 

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Dane

Zendesk Engineering

Hi Jarad,
 
You can refer to Using the Jira field syncing feature.

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Dane The issue is that I cannot find an option that is called "Issue Type" to be able to map.. are we overlooking something?

we are needing to show in Zendesk that the TYPE is either TASK or Troubleshooting

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Dane

Zendesk Engineering

Upon checking the Field type syncing compatibility, Issue Type is not included on the supported default fields. The only option that I can think of is to create a custom field in JIRA with a corresponding field in Zendesk that will be synced. Afterwards, you should create an automation in JIRA so that the custom field will be prefilled depending on the value of the issue type. Unfortunately, I haven't tried it personally and you will need to check with JIRA support if it's possible.

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Hi,

I'm using the "Zendesk Support for Jira" plugin, but the JIRA tickets created by the plugin are created with a jira admin account which should not be used anymore.

Is it possible to CHANGE the JIRA account used to create/update JIRA tickets? Didn't find any option to do so.

 

 

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

Stephan Meyer,

The last time I had to do that, it was done on the Jira app and you had to disconnect it, and reconnect it using the service account. It was nerve wracking but it worked and all the connected items stayed connected.

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Heather Rommel,

thanks for your advice. I've logged-in to JIRA with the new admin account, deinstalled and re-installed the "Zendesk support for JIRA" plugin in JIRA - and I'm done. Even the configuration parameters survived.

 

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I am still noticing that issues are being reported as "Zendesk Support for Jira" when all the users in Zendesk are also in JIRA.  As well, these issues when created also post to Slack with that same user.  How do we associate the correct users between the two system.  Reading the comment from Sean here says they are derived from the user list.

https://support.zendesk.com/hc/en-us/articles/4408845662746/comments/4789667919386

 

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Hi,

We have disabled some values for a field in jira, but the disabled values still show in Zendesk side, what's the problem?

Thanks

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Francis Casino

Zendesk Customer Care

Hi Xiang,
 

I have initiated a ticket to conduct a more comprehensive investigation into your inquiry.

 

 

 

 

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Hi Francis,

Ok, thank you, BTW, I mean disabled the values, not delete. It means no issues can select it any more in jira, but it'll still keep for old issues if no one change it.

Thanks

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Francis Casino

Zendesk Customer Care

Thank you for this information, Xiang! Let's continue to work on the ticket that I created intended for this. 

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Hi Community,

I am curious if anyone knows if there is a solution for submitting tickets to JIRA from Zendesk and using the Codeblock formatting feature:

We are submitting tickets with Codeblock snippets and these are showing up as text in the JIRA ticket which is quite messy and required our agents to edit the JIRA to re-do the codeblock.

Is that expected behaviour with this integration or is there a setting we are not aware of?

Cheers!

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We would love to link our one Zendesk instance to multiple Jira instances, but currently the only way to do this is via a third-party app.  Will you add support for this in the future?

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Hello
Jira-Zendesk integration does not work on Jira server v10.3.2.

How to fix this?

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What is ETA for release for Jira v10.3.2?

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